Automatic Call Distribution (Acd Plus) - NEC Xen IPK Features & Specifications Manual

Automatic Call Distribution
(ACD Plus)
FEATURE
DESCRIPTION
SYSTEM
AVAILABILITY
OPERATING
PROCEDURES
GENERAL
DESCRIPTION
Features and Specifications Manual
The NEC ACD Plus is an Automatic Call Distribution ETU that supports up
to 40 agents and 12 supervisors. This feature allows any incoming DIT,
ANA, DID, or CO Ring Transfer call to terminate at a prearranged
ACD Group of agents. The incoming call is either distributed to the agent
that has been idle the longest or in accordance with a programmed
preference level. Operation includes Automatic Attendant (AA), ACD only,
or both AA and ACD.
The administration Program uses a Local Area Network (LAN) that allows
one administrator and up to five remote PCs, depending on site license, to
monitor ACD statistics and generate reports.
An agent or supervisor can be an active member in up to four ACD Groups
and can be logged on and receive calls from all four groups.
Terminal Type
Multiline Terminals with display and softkeys.
Required Hardware Components
ACD(8)-U( ) ETU
Refer to Automatic Call Distribution Manual.
CALL PROCESSING
Abandoned Call Search
Abandoned incoming calls are not connected to agent positions. The
system removes them from the queue on trunks that provide calling party
disconnect supervision.
Call Distribution Agents
Two methods can be used:
Longest Idle
Calls are automatically and uniformly distributed to the agent in an
ACD Group that has been idle the longest. When incoming calls are
holding the oldest call is connected to the first available agent.
Preferred
Calls are automatically distributed among idle agents according to an
assigned priority level of 1 (first) to 9 (last). If agents have the same
priority, the system connects the call to the longest idle agent in
that priority.
A-21
A21 – 87